CX Retention Ops Manager

Role: CX Retention Ops Manager

Employment Type: Full-Time Contract Role through Deel

Location: Remote in Philippines

Schedule / Time Zone Expectations: 9 AM to 5 PM Pacific Time

Compensation Structure: $1,800–$2,200/month

About the Role

The CX Retention Ops Manager owns retention and customer success operations system end to end and is accountable for driving measurable improvement across post-purchase and recovery outcomes. This is a hands-on, operations-first leadership role focused on returns, exchanges, cart recovery, QA, service quality, team coaching, and process improvement, supported by data and reporting.

The right person pairs a sharp analytical mindset with strong operational discipline, customer empathy, and a high-ownership approach. This role requires someone who can identify what is happening in the numbers, understand why it is happening, and turn customer behavior and feedback into concrete process improvements that protect revenue, strengthen loyalty, and improve the customer experience.

Key Metrics You'll Own

• Net Return Rate

• Exchange Rate

• Cart Recovery Rate

• QA compliance

• Ticket backlog within 24h and 48h thresholds

• Weekly performance reporting

• Product feedback loops

• Agent performance and coaching outcomes

Essential Functions

• Own and optimize the end-to-end retention operations system across returns, exchanges, and cart recovery

• Drive measurable improvement in Net Return Rate, Exchange Rate, and Cart Recovery Rate

• Maintain QA compliance standards and keep ticket backlog within 24h and 48h targets

• Analyze customer behavior, return reasons, and feedback to identify operational improvement opportunities

• Produce weekly reporting on retention and service metrics, with clear recommendations and action plans

• Lead, coach, and support a team of customer support agents, with the opportunity to scale the department over time

• Use customer empathy, product knowledge, and data to improve the post-purchase experience and increase customer retention

Primary Responsibilities

• Manage the daily retention operation, ensuring exchanges, store credit, and returns logic run smoothly through Navidium and Shopify

• Review prior-day performance metrics, identify trends, and determine actions needed to improve results

• Monitor and improve cart recovery performance through abandoned checkout workflows

• Audit and uphold QA compliance across customer support using Gorgias QA, tagging, and agent performance data

• Track ticket backlog and drive resolution within defined SLA thresholds

• Lead, coach, and support customer support agents through QA reviews, performance feedback, process updates, and day-to-day guidance

• Guide agents in converting return requests into exchanges, store credit, or better-fit product recommendations when appropriate

• Build and maintain weekly dashboards and reporting in Google Sheets for leadership visibility

• Establish and manage product feedback loops, surfacing recurring return and complaint trends to product and merchandising teams

• Partner with Marketing, Product, and Support teams to align retention operations with business goals

• Continuously test, refine, and improve retention processes for measurable impact.

• Identify performance gaps and recommend coaching, retraining, process improvements, or team adjustments as needed

Required Experience & Skills

• 3+ years of experience in Customer Experience (CX), CX Operations, Retention Operations, Lifecycle Operations, or Customer Support Leadership

• Proven success improving retention, post-purchase, return, exchange, or customer support metrics within a DTC or e-commerce environment

• Experience leading, coaching, or supporting customer support agents in a remote environment

• Strong analytical skills with experience in customer data analysis, KPI tracking, and reporting

• Hands-on experience with helpdesk and QA workflows, preferably Gorgias or a comparable platform

• Experience managing Shopify orders, returns, refunds, and customer service operations

• Strong process-oriented mindset with the ability to translate data and customer feedback into actionable improvements

• Excellent project management and cross-functional collaboration skills

• Exceptional written and verbal English communication skills, including leading meetings and coaching team members

• High integrity, transparency, accountability, and ownership in a fully remote, high-trust environment

• Strong customer empathy, particularly when supporting customers who require additional guidance, reassurance, or product education

• Ability to use AI and automation tools effectively while maintaining ownership, understanding, and implementation of the final output

• Must use a personal laptop and maintain a reliable, stable internet connection

Preferred Experience & Skills

• Experience with Navidium or comparable returns and exchange platforms

• Familiarity with abandoned checkout and cart recovery workflows

• Experience building reports, dashboards, and analyses in Google Sheets

• Familiarity with customer survey, VOC, and customer feedback platforms

• Experience working with premium apparel, fashion, or consumer product brands

• Experience supporting older or less tech-savvy customer demographics

• Experience improving exchange rates and retention through customer insights, fit feedback, and product recommendations

Current Tech Stack

• Gorgias: ticketing, QA, macros, tagging, agent performance

• Shopify: orders, returns, refunds, customer data

• Navidium: returns portal, exchange and store credit logic

• Google Sheets: reporting, analysis, dashboards

• Abandoned checkout workflows: recovery messaging and performance tracking

Benefits

• No benefits - Contract Work

• U.S. holiday schedule

• PTO to be defined in the Deel contract

Equal Opportunity Employer Statement & Compliance Notice

TalentPop is an Equal Opportunity Employer and is committed to fostering an inclusive, respectful, and equitable workplace environment for all applicants and team members.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, age, disability, medical condition, genetic information, marital status, military or veteran status, pregnancy, reproductive health decision-making, or any other characteristic protected by applicable federal, state, or local law.

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